Customer Success Manager

2 weeks ago

Surat, India UniSouk Full time

A Customer Success Manager (CSM) at UniSouk would play a pivotal role in driving seller satisfaction, retention, and the successful onboarding of businesses onto the ONDC platform, ensuring sellers extract maximum value throughout their partnership with UniSouk.

Role Overview

A CSM serves as the main liaison between sellers and various internal teams, advocating for seller needs and guiding them from onboarding to ongoing usage and growth on the UniSouk platform. They focus on understanding seller business models and pain points, proactively helping sellers optimise their experience with UniSouk's onboarding, sales automation tools, and ONDC network integration.

Key Responsibilities

Onboard new sellers, manage product setup, and provide training for the platform, ONDC and Amazon process adoption.

Conduct regular check-ins and business reviews to ensure sellers meet growth goals and satisfaction targets.

Address support issues promptly, ensure SLA compliance, and resolve escalations efficiently.

Collect and communicate seller feedback to product and ops teams for platform improvement.

Identify opportunities for cross-selling and upselling additional UniSouk offerings.

Develop success strategies to maximise seller retention, impact, and long-term engagement.

Track customer health metrics and report key seller outcomes to leadership.

Required Skills & Experience

1+ years in customer success, e-commerce SaaS, or account management roles, ideally with experience in onboarding B2B clients onto platforms like ONDC.

Strong communication and interpersonal skills; ability to build trusting relationships with founders, marketing heads, and operations teams.

Data-driven approach to process improvement and seller performance analysis.

Familiarity with CRM tools and custom onboarding process automation.

Problem-solving mindset and cross-functional collaboration capabilities.

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